You can add a comment to a support ticket, and while doing so, make various changes to the ticket, as needed. A comment is not a response to the client and is stored as part of the ticket's history. Comments are used to facilitate information about the ticket, such as other user’s suggestions or notes that the client may or may not be able to read. Setting a comment to private makes it only readable by users. A public comment is readable by the client from the client interface.